ShepHyken

MARCH 31, 2021

Conduct a Focus Group. By the way, if you can’t meet in person, you can always do a virtual focus group. The shorter the survey , the higher the percentage of response you’ll get.? . There you have it, three ways you can get to know your customers even better.

Feedback 395

Feedback Surveys Sales Customer Service 395

ShepHyken

OCTOBER 20, 2020

Focus on the Customer, Not the Sale. Work to solve your customers’ business needs without trying to make a sale. Work to solve your customers’ business needs without trying to make a sale. Is it based on a product, technology or group within the organization—or is it based on your consumers?

Customer centricity 73

Customer centricity Engineering Consulting Consulting 73

ShepHyken

MARCH 30, 2025

Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. My Comment: Our friends at Call Centre Helper have compiled another group of ideas from some of the more notable customer service and CX experts around the world.

Customer Service 174

Customer Service Feedback Surveys Customer Experience 174

Beyond Philosophy

NOVEMBER 16, 2023

Before we get into that, let’s remember a foundational element of success in marketing and sales tactics: before you plan and execute, think about what you want to get out of it. Without those stickers on the PC, would anyone outside of a small, specific group of technology enthusiasts know what the microprocessor is?

Sales 195

Sales Education Advertising Marketing 195

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . I used to be part of a volunteer group called Roundtable, it’s like Rotary Club in the US.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

APRIL 27, 2023

Our listener did their research, which gave them projected sales that made them proceed with their product launch. However, the sales after the launch haven’t been what the study predicted. So, getting back to the pickle and our listener that is not getting the sales they expect, they can do a few things.

Sales 39

Sales Surveys Marketing Personalization 39

ShepHyken

APRIL 27, 2021

Allow a diverse group of employee’s voices to be heard. At what point do you say my employees are more important than a sale? It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion. Businesses need to get feedback from a variety of customers.

Employee engagement 394

Employee engagement Feedback Customer Experience Sales 394

ShepHyken

SEPTEMBER 16, 2016

When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. The concept focuses on groups of consumers with similar characteristics rather than every specific individual. Shep Hyken. Read Shep’s latest Forbes Article: How To Celebrate National Customer Service Week.

Customer Experience 299

Customer Experience Personalization Marketing Analytics 299

Beyond Philosophy

MARCH 20, 2017

Turning your value proposition into effective sales and marketing messaging and content to reach potential buyers. Instead, what buyers want is a stellar sales experience where they can learn something new, and marketing content that educates and makes them smarter. Marketing and sales need to collaborate.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

OCTOBER 5, 2015

The second group either doesn’t believe in the value of CX or is undecided. The problem is the second group can be hard to discern from the first. If you spend the majority of a meeting talking about sales reports and operations, and just a little bit at the end about CX, it’s clear what the leadership team values.

Consulting 383

Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

OCTOBER 12, 2017

87% of in-store fashion shoppers want to try stuff on, but only 34% of in-store fashion shoppers want help from sales associates. Electronics shoppers (70%) and home improvement shoppers (62%) do want advice from sales associates. There was no clear winner for better pricing between online and in-store per the responses.

Consulting 326

Consulting Consulting Sales Surveys 326

Beyond Philosophy

FEBRUARY 27, 2020

Anytime you incorporate time into the sales process, Hyperbolic Discounting makes people feel hesitant to buy. When you make those offers, they need to be different for different groups of people. Therefore understanding your customers and grouping them by their behavior is essential to your success. .

Consulting 468

Consulting Consulting Education Sales 468

Callminer

NOVEMBER 13, 2018

The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Remember that employee education should be an ongoing process to keep service quality high and hit sales goals. Consider these meetings to keep the feedback flowing: Weekly group meetings. Bi-weekly one-on-ones.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Integrity Solutions

JUNE 10, 2024

There’s no real sales conversation or dialogue. Most sales leaders today recognize this isn’t a sustainable way to develop business and cultivate a long-term customer base. Today’s buyers are not only are turned off by the relentless sales talk, they’re also more informed than ever.

Sales 107

Sales Scripts Personalization Coaching 107

Beyond Philosophy

AUGUST 22, 2020

For example, if your sales team emphasizes miles per gallon fuel efficiency for a car, then the customer might also. When it comes to overemphasizing the wrong things, the person making the decision is who puts the weights on those decisions. However, people are influenced by what’s going on around them.

Consulting 338

Consulting Consulting Customer Experience Sales 338

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Most marketers focus on maximizing the profits from the initial sale, but how do you grow and sustain customer lifetime value for the entire customer cycle?

Airlines 274

Airlines Metrics Advertising Sales 274

Beyond Philosophy

SEPTEMBER 13, 2019

Representativeness means that you have an idea of what typifies a group of people or an entity that share a characteristic. Expectations play into it, in how you form the category or group against which you’re going to compare. Consider your experience with a sales-driven organization. In other words, it is a stereotype.

Banking 325

Banking Consulting Consulting Government 325

Beyond Philosophy

JANUARY 29, 2021

” People read books and watch TED talks that tell us how people changed this one small thing, and sales went up by 50 percent. So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. While those results make great stories, they are not the norm.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

NOVEMBER 27, 2017

Many companies, if not most, focus on sales and performance in team meetings and company communications. Most companies do not value these groups properly, which speaks volumes about how much importance the organization assigns to what they do. They view complaints as opportunities.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

ShepHyken

MARCH 8, 2021

Creating an experience that drives people to your website, your store, or willing to meet with a sales representative is all part of marketing. It is full of stats from a very robust survey, heavily weighted to one of the most influential groups of customers, Gen Z. They build brands. My Comment: Customer Experience (CX) is marketing.

Airlines 363

Airlines Customer Service Coaching Surveys 363

CX Accelerator

AUGUST 19, 2019

These are the metrics that tie customer experience to organisational goals and could include things like sales figures, number of complaints, number of positive online reviews or number of demos requested. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Journey mapping 345

Journey mapping Telecommunications Metrics Sales 345

Integrity Solutions

JULY 24, 2024

One of the most critical areas where small businesses can gain a competitive edge is by investing in their teams’ development, particularly through sales training. The Fundamental Element Sales Training Often Overlooks Sales training is often deployed with a focus on product knowledge, process, selling skills and techniques.

Sales 100

Sales Coaching Marketing Scripts 100

Integrity Solutions

OCTOBER 8, 2024

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. Here are some key strategies to effectively build rapport in sales: Understanding Rapport in Sales Rapport refers to a harmonious relationship where both parties understand each other’s feelings and communicate effectively.

Sales 106

Sales Scripts B2B Personalization 106

Beyond Philosophy

SEPTEMBER 26, 2019

Berger’s research team looked at The New York Times positive and negative reviews of books and how those review affected sales. They found that there wasn’t a clear answer because, surprisingly, bad reviews didn’t necessarily hurt sales in all cases. They found that sales went up by 40 percent.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Concentrix

JANUARY 29, 2025

Company recognized for strategic integration of AI technologies, comprehensive partner ecosystem, and exceptional client flexibility and scalability in B2B sales services NEWARK, Calif., (Jan.

B2B 48

B2B Sales Technology 48

Beyond Philosophy

MAY 15, 2017

We have to look beyond the marketing and sales automation processes that we have been focusing on in the past years and connect with our customers. When it comes to digital marketing, empathy will lead to sales. In this changing retail ecosystem, it is imperative businesses focus on positive customer experience before sales.

Omni-channel support 333

Omni-channel support Sales Marketing Consulting 333

Beyond Philosophy

DECEMBER 6, 2019

Are you too focused on sales revenue? Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line. She made a lot of suggestions to the group about how they could change things to improve the Customer Experience. She was very engaged in the training.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Integrity Solutions

MAY 14, 2024

For many in sales, negotiation is one of the most challenging aspects of the job. It’s no wonder then that salespeople can be wary of the whole sales negotiation process. But sales negotiation shouldn’t be an adversarial experience. It’s uncomfortable.

Sales 95

Sales Construction Feedback Personalization 95

ShepHyken

NOVEMBER 6, 2018

Christa defines customer experience as any touchpoint between a brand, message, or logo and the consumer all the way through the sales, service, and support process. About : Christa Heibel is the founder of CH Consulting Group , a firm that helps organizations execute and implement contact center and customer experience strategies.

Contact Center 293

Contact Center Consulting Consulting Service level 293

Beyond Philosophy

MARCH 31, 2020

So I waited a number of days but as the flight approached it was an exhausting and time-consuming experience, trying different numbers in different sales offices, writing e-mails no one bothered to reply to before I was able to convert my flight into an open-ticket one, for which I received no confirmation.

Airlines 499

Airlines Healthcare Government Self service 499

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 126

Sales Accountability Feedback Metrics 126

Beyond Philosophy

MARCH 20, 2020

Setting up proximal branding to the point of sale could help, too. There is no point in marketing to a group of people that are never going to buy your services. If your branding pitch was more recent than the messaging from your competitor, it might be easier for customers to remember. Also, having a more vivid message could help.

Marketing 427

Marketing Consulting Consulting Construction 427

Beyond Philosophy

OCTOBER 19, 2023

Then, researchers asked a second group to fill out a survey on the posters that asked questions and sought feedback from several perspectives. In other words, the first group chose intuitively, and the second group rationally. They didn’t rate them as highly as the first group, who chose intuitively.

Journey mapping 221

Journey mapping Sales Surveys Education 221

ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. It’s also not uncommon for other departments such as Sales, Onboarding, and Marketing to have access to support software as well. Simply put, B2B support is significantly different than B2C support.

B2B 281

B2B Customer Support CRM B2C 281

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

Personalization 103

Personalization Sales Scripts Contact Center 103